Study: Patients report improved service quality in non-network clinics in Russia

The survey involved patients of private non-network medical centers – Lab4U partners providing testing services. The study participants were asked to fill out an online questionnaire after visiting the medical center. During the survey, patients were asked to evaluate the work of the clinic according to three criteria, including the work of the administrator, the work of the medical staff and the availability of services. Thus, respondents expressed their opinion on the friendliness and attentiveness of the staff, the professionalism of the doctors, the convenience of the appointment schedule. The majority of participants (67%) were from Moscow and St. Petersburg. Women made up 71% of the total number of participants, men – 29%. The survey was timed to coincide with the presentation of the Lab4U Medical Awards, which highlights the best partner medical centers based on patient feedback.

According to the survey, significant changes occurred in categories that determine patient comfort. For example, the number of clinics whose patients highly rated the painlessness of procedures ("Easy Hand") increased from 256 to 283 (by 10.5%). An increase in the indicator was also noted in the segment of medical centers with the highest level of customer satisfaction. Thus, the share of clinics that received an overall rating of more than 4.8 points increased from 8.3% to 10.6%.

According to Lab4U CEO Alexey Obraztsov, the key factor in the growth of these indicators in 2025 “was probably increased competition: patients pay more attention to the quality of interaction with medical staff.”

The survey also showed a 0.3% decrease in the proportion of late cancellations of procedures. Patients began to complain less about cancellations of orders on the day of the appointment. In addition, it turned out that about 30% of medical centers included new intervals for receiving clients. Due to the changes, the average availability rate in partner medical centers increased from 4.5% in 2024 to 4.7% in 2025.

Lab4U is a laboratory discounter that provides services for ordering tests via a website or mobile application. The company was founded in 2012 and does not have its own points. At the moment, Lab4U has 1,260 partner clinics, of which 638 are active in 122 cities.

The company is owned by the BION laboratory, founded by Valery Savanovich in 2009. In 2024, according to SPARK-Interfax, the revenue of the medical technology company's management company, OOO Vasha Lab, amounted to almost 1.2 billion rubles, and net profit was 313.9 million rubles. In December 2024, Lab4U and BION opened a laboratory hub in St. Petersburg for 70 million rubles with a capacity of 15 thousand tests daily.